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Business Profile

Travel Agency

Odenza Marketing Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

Customer Complaints Summary

  • 53 total complaints in the last 3 years.
  • 24 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    *Complaint Type: Misleading Advertising / Deceptive Practices** I am filing this complaint against Odenza Marketing Group regarding their "free cruise" promotion, which is highly misleading and deceptive. The offer is presented as a complimentary cruise, yet after receiving the voucher that you have to pay ***** for. I found that the fees, taxes, and additional charges required to book the trip are nearly equivalent to booking the same cruise directly through the cruise line. Odenzas promotional materials and partners advertise this as a free incentive, creating the impression that only minimal fees will be required. However, after reviewing the costs, it's clear that there is little to no actual savings, making the "free" aspect of the promotion deceptive. Consumers are being misled into believing they are receiving a significant benefit, only to find out they are essentially paying the same price they would without the promotion. I believe this is a dishonest marketing practice, and I urge the Better Business Bureau to investigate Odenza Marketing Group for deceptive advertising. I also request that Odenza provide greater transparency in their promotions, clearly outlining the full costs involved upfront to prevent consumers from being misled. I also fee I should be refunded the ***** charged for the certificate.

    Business Response

    Date: 07/07/2025

    Hi *****, we appreciate you reaching out to us. We understand that this situation may have caused some frustration due to a misunderstanding, and we would like the opportunity to provide some clarification. Our promotional certificates are designed to provide value on select travel packages, and offer savings when compared to standard retail pricing, subject to availability with our suppliers. We understand that you have since been assisted with your requested refund from the merchant that had issued your certificate. Our Travel Manager has attempted to reach you directly to offer additional support regarding your certificate. Please reach out to ****** with the phone number that he has left on your voicemail or contact our customer service department at **************, Monday to Friday, 8:00am to 4:00pm PST.

  • Initial Complaint

    Date:06/18/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Some time ago I received the free seven day stay after attending a TimeShare presentation. I was planning to book the certificate and was told I would need to pay the hundred dollar deposit in order to do so. I paid it but was never able to book the trip. My certificate was renewed but still it has been impossible to book a trip with them. Specifically this time I was trying to make reservations for the 4th of July. I have made multiple phone calls & left voicemails, sent emails trying to book this trip and they are causing me to miss out on this trip. My complaint is the same as everyone else's here. When customer service reads my complaint and responds, please be ready to make this reservation for me to resolve this. And sign up for some customer service classes because yall need them.

    Business Response

    Date: 06/18/2025

    Hi *****, thank you for reaching out to us. We are very sorry to hear of your frustration in trying to connect with us for assistance as we aim to deliver a positive experience to all our guests. We have since addressed this situation internally and are continuing to provide the necessary training to our team. We are glad that a travel advisor has been in touch with you and was able to help complete your booking. Please feel free to contact ****** directly, or our customer service team should you need any further assistance at **************. We are open Monday through Friday from 8:00 am to 4:00 pm PST.

  • Initial Complaint

    Date:06/10/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Completely unresponsive scam system related to timeshares, under a myriad of names to obfuscate their responsibility. You can reserve space for 72 hours, but you have to confirm with their office. NO ONE answers the phone. NO ONE responds to the e-mails (that they suggest you use). NO ONE responds to their 'contact me' page. AVOID AT ALL COSTS.

    Business Response

    Date: 06/16/2025

    Hi *****, thank you for reaching out to us. We would like to apologize for the difficulty getting in touch with us, we have addressed this situation internally and are providing the necessary training to our team. We are glad to hear that you have been connected with a Travel Manager to offer you further assistance. We understand that at this time you have selected not to proceed with your promotional vacation, but we want you to know that we value your experience and that your certificate is still valid should you wish to explore your options in the future. Please feel free to reach out to the Travel Manager directly or our *************************** for support at **************. We are open Monday through Friday from 8:00 am to 4:00 pm PST.

  • Initial Complaint

    Date:06/05/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have made three attempts to make a reservation at a vacation spot in *******. We received the voucher after purchasing a time share. We will report to the time share company how horrible we are treated by Odenza. After many calls to customer service, to get a room for a vacation along with three attempts of reservation we never can speak to their travel agent that will book the room for us. We get the 24 hr reservation email and we need to call customer service for the booking. After speaking to customer service all three times there is never an agent available and the reservation expires I agree with others reporting bad experiences with Odenza. Why hand out free vacations that cant be used? What does it profit the company? Seems to me, its a scam. At least others have spoken to the agent, they may have lost money and time but it seems everyone has had a horrible experience with Odenza.

    Business Response

    Date: 06/10/2025

    Hi *******, thank you for reaching out to us. We understand your frustrations in this situation and know how important it is to get connected in a timely manner. However, we are glad that a travel advisor has been able to reach out to you to complete your booking and we hope you have a wonderful trip. For any further inquiries, please reach out to your advisor directly or our customer service team at **************. Available Monday through Friday from 8:00am to 4:00pm PST.

    Customer Answer

    Date: 06/14/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ******* *********

     

  • Initial Complaint

    Date:05/30/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Complaint Against Odenza Marketing Group: In March 2025, I paid $100 to Odenza Marketing Group to fully register my 7-day vacation voucher. Despite waiting 45 days, I received no communication from the company regarding the next steps. Only after I reached out to customer support did I finally receive an email with instructions on how to proceed with placing a hold on a booking.Since then, I have made multiple attempts to finalize my booking, following the provided instructions precisely. Over the past several days, I have called at least 10 times, sent multiple emails, and left at least four voicemailsyet I have received no response from Odenza.This lack of communication and follow-through is unacceptable. I request immediate assistance in securing my vacation booking or a full refund of my $100 payment.

    Business Response

    Date: 06/02/2025

    Hi ****, thank you for reaching out to us. We understand how frustrating it can be to wait for an update when youre eager to finalize your vacation plans, and we sincerely apologize for the delay encountered. We are glad that you have since been able to connect with a travel manager and are working together to plan your vacation. Please feel free to contact the manager directly or our customer service team at ************** for any further assistance. We are available Monday through Friday from 8:00 AM to 4:00 PM PST.

    Customer Answer

    Date: 06/03/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was satisfactory to me, and I consider this issue to be resolved. 

    Regards,

    **** ******

     

  • Initial Complaint

    Date:05/24/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have requested a refund multiple times for the "Free Trip" that I paid a $100 deposit for.We have not booked a trip nor will we. We placed a hold on a stay and when I called to confirm it was going to cost almost an additional $300-$400 on top of the $100 we already paid. That is far from a "Free" trip.Per the *** page on the website, it states that the $100 deposit is fully refundable. I was quick to get responses from them when I was in the process of booking a trip, as soon as I requested the refund, I have not heard back from them since March.

    Business Response

    Date: 05/28/2025

    Hi *****, thank you for reaching out to us. We would like to apologize for the delay in hearing from us regarding your refund, as we did not receive your initial request. However, we are glad that you were able to connect with one of our managers for confirmation that your refund had been processed earlier. Please note, the full terms and conditions of the program including any applicable taxes and fees are printed directly on the certificate to provide transparency to our customers.  For further assistance, feel free to reach out to the manager directly or contact our customer service team at **************, available Monday to Friday from 8:00 AM to 4:00 PM PST.

  • Initial Complaint

    Date:05/20/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid the $100 to use the one week accommodation certificate and placed a hold on a property. Odenza will not answer the phone or email. Hold confirmation number attached.

    Business Response

    Date: 05/23/2025

    Hi *******, thank you for reaching out to us. We are glad that you were able to connect with one of our travel advisors and find the most suitable solution for you at this time. Please know that your certificate is still valid if you would like to explore your travel options in the future. Feel free to contact your travel advisor directly or our customer service team for any additional assistance at **************. We are open Monday through Friday from 8:00am to 4:00pm PST.

  • Initial Complaint

    Date:05/13/2025

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Their website is broken and does not allow me to redeem my certificate. Their customer service is dysfunctional, directs me to a non-working "troubleshooting" line, and to assigned travel agent, ****** ******, who is unable and unwilling to do anything about it.

    Business Response

    Date: 05/16/2025

    Hi ****, thank you for your feedback. We are sorry to hear that your experience did not meet your expectations. After reviewing your file, we can confirm that our team, including your assigned travel advisor made multiple attempts to reach you and sent the required authorization form to finalize your travel booking. Please note that confirming travel arrangements does require a brief phone conversation to go over important details and secure your reservation, which is something you indicated you were not open to doing. As per your recent request, a refund has now been fully processed. If your plans change in the future, please note that your certificate remains valid and can still be redeemed in the future. Feel free to contact our customer service team at ************** for any further inquiries. We are open Monday through Friday from 8:00am to 4:00pm PST.

    Customer Answer

    Date: 05/19/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I have received refund and consider this complaint resolved.

    Regards,

    **** Prylepskyi

     

  • Initial Complaint

    Date:04/25/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Trying to use my one week getaway coupon and it seems no one is actually at the company answering phones and emails. I followed all the directions: placed hold on website, called the number, left voicemail containing my information, and I also sent an email. No response. I fear my voucher will expire before someone contacts me back.

    Business Response

    Date: 04/28/2025

    Hi ********, thank you for reaching out to us. We appreciate your patience throughout this experience, and are pleased to know you successfully completed your booking with your travel advisor. We hope that you enjoy your vacation. For any further assistance, please dont hesitate to reach out to your travel advisor directly or contact our customer service team at **************, available Monday to Friday from 8:00 AM to 4:00 PM PST.

    Customer Answer

    Date: 04/28/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ******** ****

     

  • Initial Complaint

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid $100 to register my travel voucher and put a reservation on a 24 hour hold as per instructions. I called and left messages, but they don't answer the phone or return phone calls to confirm the reservation. So, the reservation hold expired before I can confirm it.

    Business Response

    Date: 04/22/2025

    Hi *****, thank you for reaching out to us. We appreciate your patience and are glad to hear that you were able to connect with your travel advisor and complete your booking.  We hope that you have an incredible vacation. For any further assistance, please dont hesitate to reach out to your travel advisor directly or contact our customer service team at **************, available Monday to Friday from 8:00 AM to 4:00 PM PST.

    Customer Answer

    Date: 04/22/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ***** ****

     

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